Impact & Expertise

Service Operations

The customer experience has become an important strategic asset in many industries, especially those with commoditizing products or where deregulation has led to fierce price wars and customer churn. Moreover, advances in technology and the globalization of many industries have heightened customer expectations. But too often, misconceptions about what customers value lead to misguided “improvement” efforts that waste valuable resources.

To better focus their efforts, companies must answer key questions such as these:

  • Which customer interactions lead to attrition, advocacy, and greater spending?

  • When should we focus on service instead of product or price?

  • What service experiences hurt customer satisfaction the most?

A customer’s experience must align with expectations to generate satisfaction. Our goal is to help our clients exceed those expectations to create a sustainable competitive advantage that leads to greater profits. Read More 

Experts

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Impact Stories

  • Business Strategy for a Rail Cargo Company
  • See how BCG supported a Central European railway company in the development of its strategic vision and action steps.
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  • Developing Strategy for an Arts & Culture Authority
  • Find out how BCG helped Dubai Culture develop a five-year strategy.
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  • Launching a Multi-Disciplinary International Arts Festival
  • Find out how BCG partnered with a major North American city to establish an internationally renowned arts festival.
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